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Knowledge Knowledge ManagementManagement

MOHAMMED ASRARMOHAMMED ASRAR

© Wipro Technologies

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Agenda

What is KM ? A simple game for the participants The KM Framework KM Initiative at Wipro

Key Areas Covered

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Knowledge Management

What is KM ?• A business process for managing our intellectual

capital• An integrated and collaborative approach to the

Creation, Capture, Organization, Access and Use of Information Assets (Gartner)

• Knowledge Management (KM) involves aligning processes, people, and information technology to continuously capture, maintain, and reuse the key information and judgements that improve business performance.

Competitive Advantage - Managing our Intellectual Capital

Wipro’s KM Vision

To be an organization where knowledge capture and sharing is the way we work, offering customers speed-to-deploy as well as innovative products and services focused on their needs, and offering employees an environment of continuous learning and productivity improvement

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Identify your Key Business Drivers

KM Should address the Company’s key business drivers

KM Initiative- Addressing the Key Business Drivers• Competitive Responsiveness - ability to access

existing information in time

• Collaborative Work Culture - working as a collaborative team, sharing best practices, successes and failures, avoid reinvention and repeating mistakes

• Shorter time-to-market - Shortened product and project life-cycles

• Capture Tacit Knowledge - minimize loss due to attrition and mobility

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Comm

unity

Business Processes

& Information

Systems

Conte

nt T

ools

/

Tech

nolo

gy

Culture

Dimensions ofDimensions ofthe KMthe KM

FrameworkFramework

All the dimensions of the Framework are equally Critical

Dimensions of the KM Framework

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Connecting People to Content

Content• Providing Access to Business Critical Knowledge• Processes for creation, distribution and use of

explicit knowledge– Marketing & Sales Support System– Reusable Components Repository– E-Learning System– Projects KM System

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Connecting People to Content

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Connecting People to Content

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Connecting People to People

Communities• Connecting people in need of Knowledge to

people with Knowledge

• Flow of tacit knowledge

– Yellow Pages

– Special Interest Groups

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Connecting People to People

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Collaborative Culture

Culture• Nurturing a culture of Innovation and Collaboration

• Organizational Support for a change from an Individualistic to a Collaborative, Knowledge Sharing Culture.

– Endorsed by appropriate Rewarding / Recognition for such behavior

– Performance Management / Appraisal System to identify these behaviors as a key objective with appropriate measurement criteria.

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A Reward Recognition Framework

x

KM Applications

xYellow PagesSales Support

Reward Program

Enterprise-wide Guidelines

& Norms forRewards

Enterprise Level

Account Level

Business Unit Level

Database(KCU)

Application Specific Guidelines

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Tools/Technology and Business Processes

Free flow of knowledge

Tools / Technology• Enabling free flow of knowledge and across business

processes and systems

Business Processes• Flow of knowledge from various Business processes to form a

common Knowledge Base– SAP, CRM etc.

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KM Measurement

Measuring KM – on Engagement and Effectiveness

KM Engagement and Effectiveness Index• Engagement Parameters

– Usage of KM Applications

– Contributions to KM Application

– KM Awareness Activities

• Effectiveness Parameters– KM Six Sigma Project Initiatives

– Productivity Improvement

– KM Application User Satisfaction Servers

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A KM Framework

KM

Tea

m

Organizational Values & Culture

KM Vision & Strategy

Infr

astr

uctu

re

Bus

. Pro

cess

es

Explicit Knowledge- Doc Repositories- Reusable Comp.

Explicit Knowledge- Doc Repositories- Reusable Comp.

Tacit Knowledge- Discussion Groups-Yellow Pages-Chat Rooms

Tacit Knowledge- Discussion Groups-Yellow Pages-Chat Rooms

KMMeasure-ments

Capture

Knowledge

Create

Organize

Access

Use

KeyBusinessDrivers

Key KNET applications

DocKNet – The repository of documents. Place to go to for anything ranging from technical documents, proposals to training material on various subjects

War Rooms – It is a virtual workspace for time -bound and task oriented jobs.

KoNnEcT – The Yellow pages with an associated database of experts, queries, responses and ratings. Popular and very useful!

Repository component- The repository of software reusable components and tools developed in-house

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DOCUMENT TYPE

Analyst Reports Approach Papers Best Practices & Learning Brochures-Product Brief Case Studies Competition Customer Presentations Customer-Industry Overviews Data Sheet Expertise notes Facts aboutt Wipro Marketscapes Methodologies & Model 18

• New Wins• Newsletters• Proposal-related Documents• Proposals• Sales Support Templates• Technical Documents• Templates• Tips & Guidelines• Tool Comparison and Evaluation• Training Component • Value Proposition• White Papers • Wipro common

Employee Speak on KM/KNet:

“…I strongly believe that KNet is my productivity tool...” “… With KNet things have changed, you now easily get

the information orat least find a starting point. ….!” “KNet is the first place that i would search for any

information that is required for responding to bids….” “Knet is my Wipro ‘Google’ for re-usable information”

Customer Speak on Wipro’s KM: “It was staggering [the amount of information and the

variety of applications]

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